Tier 2 Technical Support Specialist

Dragontail Systems is the leading B2B company of revolutionary optimization software for the food and delivery industry with a global presence.

We are proud to be part of Yum! Brands, a company with over 55,000 restaurants in more than 150 countries and territories, primarily operating the company’s restaurant brands – KFC, Pizza Hut, Taco Bell, and The Habit Burger Grill.

The Tier 2 Technical Support Specialist plays a vital role in ensuring our customers across the globe receive exceptional technical support for our industry-leading optimization software. This role is within our operations department and involves close collaboration with all other technical teams. This is a position offering a unique opportunity for those who thrive in a fast-paced environment.

Salary: Hourly, in a shift-based schedule.

Responsibilities:

• Diagnose and resolve complex technical software issues escalated from Tier 1 support.
• Conduct thorough troubleshooting procedures to identify root causes of problems.
• Provide advanced technical support via phone, email, chat, and other channels.
• Effectively communicate technical information to customers from diverse backgrounds.
• Document solutions and updates in the knowledge base for continuous improvement.
• Collaborate with development and engineering teams to identify, diagnose, and resolve product bugs.
• Proactively identify areas for improvement in support processes and documentation.
• Stay up to date with the latest software updates, features, and best practices.

Requirements:

• Minimum 2 years of experience in Tier 1 technical support or a related field.
• Strong analytical and problem-solving skills with a focus on finding root causes.
• Excellent verbal and written communication skills with the ability to explain complex technical concepts in a clear and concise manner.
• A customer-centric approach with a commitment to providing exceptional service.
• Proficiency in troubleshooting various software applications and systems.
• Ability to work independently and manage multiple tasks simultaneously in a fast-paced environment.
• Experience with a ticketing system.

If you are eager to contribute to a dynamic and innovative team, supporting leading brands in the food and delivery industry, we encourage you to apply for this position. Join us in shaping the future of food optimization and delivery with cutting-edge technology.